Car rental scandals: how they make you pay more!
Car rental companies in Spain wrongly scare you into thinking you're not properly insured. They try to rip consumers off with sales pitches, tricks, and lies. Hidden fees and the selling of extras are particularly common. We put it to the test and went on the road with a hidden camera. Watch the episode!
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00:00 Introduction
00:40 Investigating car rentals abroad
03:49 What is deception?
04:33 Examples of deception at the counter
06:25 What is an aggressive commercial practice? 07:04 Signing the contract
08:27 Don't sign blindly
09:37 Damage to rental cars
10:40 Returning the rental car
11:10 Damage report in order?
11:42 Fuel policy
12:43 Tips for getting your deposit back
13:50 What if something goes wrong?
14:48 Why does it go wrong?
15:43 Most important tips
16:15 Outro
The Consumers' Association analyzed a thousand online reviews and complaints about car rental. These paint a picture of unfriendly staff, unclear communication, and extra charges for additional insurance, upgrades, alleged damage, and cars with empty fuel tanks. Of the more than 300 complaints received by the European Consumer Centre over the past five years about car rental in Spain, about half concerned the rental company Goldcar. Random Check
The Consumers' Association also tested this and booked 12 cars online with Spanish rental companies in various cities, either directly or through a brokerage site. Even at the booking stage, much remains unclear, for example, regarding the deposit and surcharges. Or crucial information about the option to change or cancel the booking is missing. Some brokers are also vague about insurance and deductibles during the booking process. The Consumers' Association then traveled to Spain for an on-site investigation.
At the Counter
Once at the rental company's counter, consumers are at the mercy of the tricks and lies of the sales staff. They work on commission and pull out all the stops to get consumers to pay extra for things like insurance, roadside assistance, navigation systems, and more spacious cars. Goldcar takes the cake. They still have to pay extra for optional insurance and a non-existent tax. The Consumers' Association advises consumers in the Netherlands to ensure their car rental is properly arranged, including insurance and no deductible. Or with a separate car rental insurance policy for that excess, so you can confidently decline any extras at the counter.
Other shortcomings
During the mystery investigation, the Consumers' Association encountered even more problems. Some rental companies asked for blind signatures on a tablet before providing the contract. Sometimes contracts were (only) drawn up in Spanish. A few rental companies refused to note existing damage on the rental form or refused to sign for proper receipt of the car. Several times, rental cars were parked in dark garages where any damage was not visible. There were also discussions about the amount of fuel in the tank when returning the rental car.
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